Customer Experience Analyst
il y a 2 semaines
Who we are
hlpy ,born in 2020 is a tech road assistance insurance start-up founded by a group of visionaries who quickly understood the needs of many global customers. They developed a digital and modern solution that has revolutionized the sector.
Our dream started in Italy, has expanded into France, and is now taking shape in Spain. This dream is growing continuously, and we are on a mission to expand in other markets soon. Our business offers a B2B2C model aimed at all automotive sectors (insurance companies, car manufacturers, rental companies, mobility providers, etc.). This model enables their customers to instantly request roadside assistance services and replacement solutions in real-time by using the most advanced digital platform on the market.
As our team starts to take shape globally, our growth ambitions and market demand means we are at the forefront of being major player in the sector. For this reason, we are actively seeking a highly motivated and detail-oriented
Customer Experience Analyst
to join our global team to improve our processes and continuously ensure we deliver quality services.
Responsibilities:
At the heart of our roadside assistance operations and reporting to the Manager of Operations, you will be the voice of the customer. Your responsibilities will include:
- Analyzing customer satisfaction surveys (Medallia) and turning insights into action plans.
- Evaluating call quality and process compliance, guiding our advisors toward service excellence.
- Managing and resolving customer complaints with responsiveness, fairness, and empathy.
- Implementing and driving continuous improvement initiatives in close collaboration with operational managers.
- Tracking the impact of improvement actions and proposing innovative solutions to enhance customer experience.
Main activities will look like:
- Experience in quality management, customer relations, or assistance services.
- Strong analytical and problem-solving skills.
- Team player with the ability to engage and align teams around customer satisfaction goals.
- Proficiency in office tools; knowledge of Medallia is a plus.
- Operational English required.
Requirements:
- Temporary contract 6 months
- 3/ 4 years of experience in quality management, customer relations, or assistance services
- Better in Paris, but not necessary
- French Native speaker
- Start End of October
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